The OMF Fraud Phone Agent (FPA) will support the Enterprise Fraud Group (EFG), Fraud Analytics and Customer Service (CS) via being an additional line of defense against Fraud.  FPAs will reduce ATO Fraud loss while offering Customers real time support via applying judgmental decisions that lead to account restrictions while providing Customers with real time phone changes to Personal Information.  FPAs’ real time conversations will relieve Customers of the need to provide supporting documents to EFG by email which will also facilitate Customer access to their credit line.  Also, when callers fail identification, FPAs will alert the EFG team which will take appropriate actions.

In addition to necessary phone work, a large part of an FPA’s focus will center on reviewing manual reports to ensure Fraud policies are being followed.  In this capacity, FPAs will utilize their informed judgement to determine if accounts should be blocked.

The Role

Reduce Fraud Loss: Exercise sound judgment to restrict (or not restrict) accounts demonstrating suspicious attributesImprove Customer Experience: Show empathy to impacted Customers and victims of fraud; maintain the highest level of professionalism with Customers and ColleaguesTake inbound calls to assist Customers with additional verification if Customers have failed initial account ID&VMake outbound calls, as necessary, to locate potential victims of FraudReview accounts that queue on the ATO and Short Call Reports and take necessary actions to reduce risk / lossAssist Customers with light account maintenanceMaintain an understanding of the departmental systems, policies and procedures; meet production, judgment and Quality goals

Requirements

High School / GED Diploma2+ years of call center experienceStrong problem-solving skillsExcellent research skillsStrong verbal and written skillsAbility to maintain confidentiality and sensitive informationPassion for assisting Customers and ColleaguesPositive, “Can do” attitude – be part of the solutionFlexibility; ability to evolve with the role and procedures

Who we Are

OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans. Since 1912, we’ve looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans, credit cards and other products help people borrow better and work toward a brighter future.

Driven collaborators and innovators, our team thrives on transformative digital thinking, customer-first energy and flexible work arrangements that grow lives, careers and our company. At every level, we’re committed to an inclusive culture, career development and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. There’s never been a better time to shine with OneMain.

Because team members at their best means OneMain at our best, we provide opportunities and benefits that make their health and careers a priority. That’s why we’ve packed our comprehensive benefits package for full- and some part-timers with: 

Health and wellbeing options for team members and their dependentsUp to 4% matching 401(k)Employee Stock Purchase Plan (10% share discount)Tuition reimbursementContinuing educationBonus eligiblePaid time offPaid volunteer time And more

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